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Issue with the drivers (dth-1620k0)

Wacom One, Cintiq and Cintiq Pro
BSalem
Posts: 4
Joined: Mon 18. Jan 2021, 12:14

Issue with the drivers (dth-1620k0)

Postby BSalem » Mon 15. Feb 2021, 21:17

Hi,
I have a real strange issue with the device drivers (on all windows, osx and linux) were all of them are seeing my "Cintiq Pro 16 (dth-1620k0)" as "MobileStudio Pro 16"!! And I'm experiencing a lot of issues that I suspect that this is the reason for them:
1. The stylus moves the cursor to the wrong direction (as if the tablet is rotated 180 degrees) - moving the pen up-right moves the cursor down-left.
I managed to fix this issue on linux by this line:
xsetwacom --set "Wacom MobileStudio Pro 16 Pen stylus" rotate half
but on windows and mac, I don't see any such option to fix the stylus... Please help me with similar option on windows and osx

2. Both Windows and OSX are raising a warning the device battery is 0% (both the two system assuming that it's MobileStudio Pro - when the battery is not detected, the driver assumed the charge 0% and raises the warning).

3. The touch is working in the proper direction (as it's recognized as Cintiq Pro 16) unlike the stylus

Here are some useful information on how all the drivers are seeing my device: (I'm sharing from linux because it produces the most readable information):
$ xsetwacom --list
Wacom MobileStudio Pro 16 Pad pad id: 11 type: PAD
Wacom MobileStudio Pro 16 Pen stylus id: 12 type: STYLUS
Wacom MobileStudio Pro 16 Pen eraser id: 16 type: ERASER
Wacom Cintiq Pro 16 Touch Finger touch id: 17 type: TOUCH
Wacom Express Key Remote Pad pad id: 8 type: PAD


On both windows and Mac, in the wacom properties, I can see the tablet mentioned as "MobileStudio Pro 16" and I see the battery 0%

wacom5
Posts: 1336
Joined: Tue 8. Aug 2017, 14:35

Re: Issue with the drivers (dth-1620k0)

Postby wacom5 » Tue 16. Feb 2021, 09:05

Hi,
Mind if I ask where you purchased this device from? Did you install any firmware updates manually?
You computers think the the Cintiq Pro 16 is an MSP because of the firmware. Please contact our customer support team to sort this out.
Need immediate help? Contact our Support: https://support.wacom.com

BSalem
Posts: 4
Joined: Mon 18. Jan 2021, 12:14

Re: Issue with the drivers (dth-1620k0)

Postby BSalem » Tue 16. Feb 2021, 11:10

I bought it used from eBay, I expected that it could be something with the firmware that gives the system a wrong device ids, however, I'm not able to find any firmware for the tablet in the download area.

I will contact the support though... thanks

wacom5
Posts: 1336
Joined: Tue 8. Aug 2017, 14:35

Re: Issue with the drivers (dth-1620k0)

Postby wacom5 » Wed 17. Feb 2021, 15:01

That's because that firmware update method is no longer available. It caused problems so now you can only update from the Wacom Desktop Center. However, since you already have the wrong firmware installed, there is no way to roll it back. You'll need to contact the customer support team.
Need immediate help? Contact our Support: https://support.wacom.com


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